The complaint at 07:40
A customer complains in public before the business owner is awake. Rules six and seven are about to be tested.
Branching, and constrained: an early decision closes options later on. There is no undo inside a run. That is the point of running one rather than reading about it.
Room to respond
5
Public trust
5
What you can prove
2
Decision
1
07:40. A comment appears on the Facebook Page. A customer says the snack packs for her daughter's party arrived forty minutes after the guests, and two packs contained the wrong items. She has attached a photograph. Eleven people have seen it. The business owner is not answering her phone, and you do not yet know what happened.
What do you do first?
